Time Warner Vows to Keep Customers Informed

By NEWS STAFF REPORT

Time Warner Cable announced it has overhauled procedures for dealing with widespread service outages, a year after the October Surprise storm that generated howls of outrage from utility customers.

The cable TV company’s “Customer Promises” list highlights the need to quickly assess damage and to have workers on hand to restore service.

“Over the past year, we have not only improved our infrastructure but have also created contingency plans,” Time Warner Cable Buffalo Division President Gordon Harp said in a statement.

The plans include new procedures for communicating about the progress of restoration work, a sore point for customers a year ago.

About 35,000 customers in the Buffalo area received credits for lost service resulting from the storm last Oct. 12.

Time Warner Cable has more than 300,000 customers receiving television, phone and Internet service throughout its Western New York service area.

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